Principal Purpose of Position

• Provide primary level of support for Tier 1 and 2 support cases for UC products and services via telephone, email, chat and/or remote access to customer systems
• Management of assigned cases to ensure prompt resolution and/or attention
• Follow up with customers to ensure satisfactory resolution to issues
• Provide UC system upgrades for customers as required and assigned
• Provide after-hours support for UC customers per rotating schedule

Essential Job Functions

• Professional Services - Perform professional services associated with the implementation and support of UCS projects and products sold by CNP
• Case management - Create and update customer cases in CRM for projects and professional services
• Service Activity management - Maintain timely, accurate and descriptive log entries of service activities for all assigned cases related to projects, support requests, training activities, maintenance, professional services, travel, and administrative functions
• Adherence to Support Methodology - Ensure consistent adherence to CNP's methodology for providing support for UC projects sold by CNP
• Specific Certifications - Maintain standard and/or advanced certifications on technologies and products as directed by the UC Practice Manager

Job Requirements and Prerequisites

• Experience supporting/installing Mitel 3300 and MiVoice Business systems
• Understanding of LAN/WAN topologies, TCP/IP protocols and network routing/switching fundamentals.
• Excellent written and verbal communications skills
• Easily comprehend data and voice infrastructure in different environments
• Ability to work with engineers and understand technical language directly related to Mitel systems
• Ability to communicate technical information to non-technical customers and prospects